For funds related complaints:
email complaints@balmain.com.au
or phone: (02) 9232 8888 and ask to speak with the Complaints Officer.

What happens next?

We will acknowledge your complaint within 48 hours from when we receive it.

We will aim to resolve your complaint as quickly as possible, if not
immediately. While most matters can be resolved quickly, more complex issues may
take longer. By law, we are required to respond and finalise your complaint
within:

a maximum of 45 days, and if we cannot resolve your complaint within 45 days we
will advise you as to the reason why and refer you the Credit and Investments Ombudsman Service
(CIO); or

a maximum of 21 days if the complaint involves a default notice, hardship claim
or a request for the postponement of enforcement proceedings;

We will let you know the outcome and reasoning in relation to
the progress of your
complaint as soon as possible.

For more complex matters, we will keep you informed of the progress and let you
know when you can reasonably expect a response.

What if the issue is not resolved?

If however, despite our best efforts, you believe that your complaint has not
been satisfactorily dealt with by our staff you may wish to contact the Credit and Investments Ombudsman Service (CIO), which is an independent complaints resolution service
provider.

Disclaimer: While all reasonable care has been taken in the preparation of this information, Balmain take no responsibility for any actions taken based on information contained herein or for any errors or omissions. Interested parties should seek independent advice prior to acting on any information presented.